Project Manager - Presales Architect - Customer Service Management
Resume:
Yannick FRAIR Support Account Manager
Born on August 20th, 1973 12+ Years of Work Experience
Nationality: French
Address: * ***** **** ******
FRANCE
******@*****.***
http://www.amplement.fr/yannick-frair
Education
July 2013 CQP Architecte Techniques Système Information Châtenay Malabry
Centrale Paris – SupElec
July 2011 Postgraduate Master Business in Administration
University of Liverpool Liverpool
2001-2002 Computer Sciences Degree
Besançon university Besançon
1996 Master’s Degree on Computer Science
University PARIS VIII PARIS VIII
Work Experience
Jun.-13 Support Account Manager Home Based
SuccessFactors
Provide high customer support quality
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Improve operational efficiency by proactively managing and reporting progress against plans, and
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coordinating access to LMS/PM-GM products
Escalation and risk management
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Work in collaboration with SuccessFactors’ members such as the Account, Sales and Support teams
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Periodic internal meetings
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Monitor customer open cases during business hours
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Prepare periodic reports
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Inform the customer about recommendations of the new product features and fixes
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Frequent visits to the customer’s domestic sites
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Represent SuccessFactors in support meetings on customers’ sites as well as represent customers at
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SuccessFactors
Feb.-12 May.-13 Solution Architect – PreSales Consultant
InfoVista Based in Les Ulis (91)
Assist stakeholders as primary point of contact on business aspect at end-users’ premises
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Knowledge of Auditing Frameworks based on ITIL (MTN Nigeria)
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Writing functional and technical specifications (BNP Paribas, SIHM, MTN Nigeria, CNAMTS)
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Architecture design (pros and cons) – cost of infrastructure – sizing
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Maintain current functional and technical knowledge of the entire InfoVista Solution
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Ability to understand, design, assess and communicate on how and why InfoVista Solution might help
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resolving client business needs
Respond to RFP
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Customer presentation (Workshop-PoC)
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Assisting sales during sales-cycle
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Apr.-10 Jan.-12 Senior Consultant - Technical Account Manager
InfoVista Based in Les Ulis (91)
Primary point of contact for Telco and Expert in IT E2E solution
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o Support – processes – quotation – assistance – leadership – know-how
Ownership of all issues raised by the end-users and InfoVista support – follow-up of all tickets opened
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for my accounts (MTN Nigeria)
Good perception and understanding of SWOT analysis, throughput, risk management
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Build and consolidate strong relationships with all assigned accounts
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Provide technical assistance to
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pre-sales by responding to RFx and/or PoC in order to set realistic expectations based on the
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InfoVista products capabilities and customers’ constraints
o end-users by following up on opened cases and concerns
Manage internal and external training
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Inform the customer about recommendations of the new product features and fixes
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Function as a front-office technical resource for "best practice" and informal customer questions
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Crisis Management for various customers in Europe, West Africa, which aims to manage hot situation.
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The success criterion for these missions is to come from a situation where the customer is angry and
blocking payments to the situation where it is happy and buying more products and professional
services. The only way to achieve that is to show excellent customer facing skills, strong communication
level as well as very good team spirit
Jul.-06 Mar.-10 EMEA Consultant
InfoVista
Main objectives: increasing customer’s experience by seeking and by exceeding customer’s expectation
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Deployment tailor-made solutions based on the InfoVista products and integration with existing IT
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infrastructure for several Telco like MTN (Nigeria – South of Africa – Cameroon), Sky (UK), Eircom (Irish)
and for Enterprises like BNP Paribas, La Poste, Peugeot PSA
Assisting presales and project managers during workshops before writing specifications
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Writing of specifications and handover documents used during consulting projects delivered by InfoVista
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Sizing and audit for leveraging InfoVista products
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Leveraging customer-products and solution experiences
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Travel 75% out of 25% in office
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Jan.-05 Jun.-06 EMEA Architect Solution Support
InfoVista
Troubleshooting tickets that Level 2 Support was unable to bring to resolution (architecture,
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performance, sizing…) for non bug fixing related activities
Assisted consultants on migrations of InfoVista platforms
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Audit of customers environment in order to provide specific recommendations for optimal configurations
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Interface with R&D, Consultants, Pre-sales to develop technical troubleshooting guides to be used by
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WW Customer Support engineers
Create repository for tools & procedures to debug and troubleshoot problems on all InfoVista products in
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close interaction with R&D
Represent Customer Support Organization in Product Committees
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Participate in QA for new versions + manage Level 2 that participates in QA session.
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Provide assistance to consultants/pre-sales during implementation phase & Proof Of Concept for complex
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issues
Knowledge transfer with Asia Pacific & US Support Teams (on InfoVista products & architecture)
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Mar.-01 Jan.-05 EMEA Customer Support Engineer
InfoVista
Provide Support Services to InfoVista customers/partners experiencing issues with InfoVista products
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Perform full root cause analysis to filter product defect related issues
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o Escalate relevant potential product defects to R&D (level 3)
o Provide resolution plans to customers/partners
Write Technical documentation for Customers/partners
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Extra-professional Activities
Dec.-10 Change Pilot – organizational development
InfoVista
EMT’s member (Executive Management Team)
Collaboration with the new organizational development (OD) in partnership withCoheChange
(http://coachingvalley.com/coach/cohechange?locale=fr)
• Co-operation and active involvement in the new strategy and new business culture (Managing Change)
• Customized Proactive Care
• Implementation and monitoring of 5-D (Definition - Discovery - Dream - Design -Delivery)
• Concept of teamwork (change the negative into positive)
• Project staff and survey on the concept of "Customer Advocacy"
o Survey (internal and external)
o B2B marketing
o Study on social networks inter-company
Giving a sense (added-value) on products and solutions for InfoVista end users
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Communication across members of InfoVista (mitigating resistance)
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Meeting, speaking, adherence to new strategic visions of the company by providing spreadsheets and
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internal news for InfoVista employees
Training and Technical Skills
Trainings
Jan. -05 CISCO CCNA
SUPINFO Institute Paris X
Nov. -02 SNMP GESTION (Enterprise Network)
Learning Tree Clichy
Oct. -99 Network & Telecommunications
CNAM Paris III
Technical Knowledge
• Configuration and Administration of Cisco routers in command line (IPSLA-SNMP)
• Compilation tools (MgSoft / SimpleWeb)
• Network traces: sniffer Wireshark / UCD.SNMP (Solaris) (Knowledge with reading and understanding of
TCP Captures)
• Network simulation tool (MIMIC)
• Unified Communication: IP Telephony / VoIP
• Networking (MPLS, Ethernet, VPN)
• Extended network WAN/MAN
• Mobile: GSM/GPRS/UMTS (GGSN-SGSN-AP) – LTE/4G notions
• QoS, IPSLA (jitter – rtt – http)
• High Availability Solution
• Application Performance (Accellent): Flow tools (NetFlow probes)
• OS: Unix, Windows, Linux
• Disk configuration: RAID
• Virtualization: VMWare – Hyper V – Windows Server 8 R2 – Parallel Desktop
• Storage Network: NAS – SAN
• Storage Network Protocol: CIFS – NFS
• IT security: openssl – IPSec – SSL – SSH – SHA-1
• Trading protocol: Financial Information eXchange (FIX)
Programming Skills
PERL, XML, UML (in the case of writing functional specifications)
Spoken Languages: French (native speaker), English (Good written & spoken)
Crisis – Risk Management
Experience in technical support, engineering, IT, project management, customer care & consulting
Leisure
American Football (Quarks Team -91) Offensive Line Tackle position
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